Rider Care Specialist

SUMMARY:

The Rider Care Specialist will be the point-of-contact product technical expert responsible for placing and keeping customers on our bikes and equipment, as well as maintaining our high level of customer satisfaction.

Utilizing proprietary Specialized networks and systems, you will be providing informed product knowledge and guidance to both B2B and B2C customers.

HOW YOU’LL MAKE A DIFFERENCE

Asiahub Region Customer/Rider Communication

• Be the first point of contact for customers’ order queries and technical support requests.

• To support regional e.com order queries via our contact channels and manage regional e.com cancellations & refunds
• To monitor and utilize our B2B and B2C communication channels, answer and direct queries to the appropriate avenues
• To utilize internal technical support tools to provide accurate information requested by customers
• A commitment to respond within our set standard time frames
• Assist in overseeing AsiaHub-region communications responses

Sales and Support

• Be the expert consultant to drive our B2C business, as well as be an asset to our B2B partners

• Provide the best advice to customers looking for pre-purchase information like basic sizing, component-compatibility, appropriate models for intended use, etc.
• Know our retailers’ category strengths and help direct customers looking to go to a store to see the right partners
• Capitalize on converting communications-generated leads into sales by directing customers to the appropriate channels.
• Provide bike industry expert knowledge to both B2B and B2C customers
• Utilize our proprietary internal order/support systems to serve our customers
• Assist in managing inventory and orders of service and warranty parts
• Assist with expert assessment of product quality and warranty claims

WHAT YOU’LL NEED TO WIN

• Customer Service experience is a must; bicycle industry experience in any capacity will be advantageous
• A keen and holistic interest in understanding the bicycle industry
• An ability to converse with customers professionally and in-line with our communications SOP
• A willingness to learn, understand and utilize our systems to be able to execute processes swiftly and accurately
• Minimally bilingual with excellent written and spoken English and proficiency in either Bahasa Malaysia, Bahasa Indonesia, Mandarin or Thai is a must.
• You will be required to have a certain level of technical understanding and mechanical proficiency with current high-end bicycle industry products and may be required to undergo an assessment for this.

About Specialized:

Specialized is the global leader in the design and manufacturing of high performing technologically advanced bicycles, components and cycling apparel for world champion riders and cycling enthusiasts. Founded in 1974 and headquartered in Morgan Hill, California, Specialized is a global company with offices throughout the world.

To apply for this position please visit www.specialized.com